Access the full text.
Sign up today, get DeepDyve free for 14 days.
A. Payne, Pennie Frow (1997)
Relationship marketing: Key issues for the utilities sectorJournal of Marketing Management, 13
D. Iacobucci, K. Grayson, Amy Ostrom (1994)
The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3Advances in Services Marketing and Management, 3
J. Heskett, T. Jones, Gary Loveman, W. Sasser, L. Schlesinger (1994)
Putting the Service-Profit Chain to WorkHarvard Business Review, 72
E.N. Berkowitz, R.A. Kerin, S.W. Hartley, W. Rudelius
Marketing
G. Haines, J. Howard, J. Sheth (1970)
The Theory of Buyer Behavior.Journal of the American Statistical Association, 65
Gordon Reynolds, Jonathan Rennert (1980)
G T-BThe Musical Times, 121
P. Kotler, S. Levy (1969)
Broadening the concept of marketing.Journal of marketing, 33 1
Wen-Huei Chen, C. Tang (1993)
A 2.|E|-Bit Distributed Algorithm for the Directed Euler Trail ProblemInf. Process. Lett., 47
M. Christopher, A. Payne, D. Ballantyne, L. Pelton (1993)
Relationship Marketing: Bringing Quality, Customer Service and Marketing Together
L.G. Schiffman, L.L. Kanuk
Consumer Behavior
Solveig Wikström, Richard Normann (1993)
Knowledge and Value: A New Perspective on Corporate Transformation
M. Morrow (1992)
Activity-based management: New approaches to measuring performance and managing costs
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
J. Peter, J. Olson (1990)
Consumer Behavior and Marketing Strategy
R. McKenna (1991)
Relationship Marketing: Successful Strategies For The Age Of The Customer
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
D.T. Wilson, S.A. Jantrania
Measuring value in relationship development
C. Grönroos
Facing the challenge of service competition: the economies of service
Frederik Wiersema, M. Treacy (1993)
Customer intimacy and other value disciplinesHarvard Business Review, 71
T. Levitt (1983)
The Marketing Imagination
M. Porter (1985)
Competitive Advantage: Creating and Sustaining Superior Performance
J. Lapierre (1997)
What does value mean in business‐to‐business professional services?International Journal of Service Industry Management, 8
T. Strandvik, Veronica Liljander (1995)
A Comparison of Episode Performance and Relationship Performance for a Discrete Service
C. Grönroos (1997)
Value‐driven relational marketing: From products to resources and competenciesJournal of Marketing Management, 13
C. Grönroos
From marketing mix to relationship marketing. Toward a paradigm shift in marketing
C. Grönroos
Strategic Management and Marketing in the Service Sector
Kenneth Bernhardt, G. Shostack, C. Grönroos (1984)
Comments on Christian Grönroos' Strategic management and marketing in the service sector
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
K. Monroe (1990)
Pricing: Making Profitable Decisions
V. Liljander, T. Strandvik
The relation between service quality, satisfaction and intentions
P. Tuominen (1997)
Investor relations: a Nordic School approachCorporate Communications: An International Journal, 2
P. Kotler (1972)
Marketing Management: Analysis, Planning, Implementation and Control
T.H. Nilson
Value‐Added Marketing: Marketing for Superior Results
C. Grönroos (1992)
Service Management and Marketing: Managing the Moments of Truth in Service Competition
Veronica Liljander, T. Strandvik (1995)
The nature of customer relationships in services
G. Zaltman, Melanie Wallendorf (1979)
Consumer behavior : basic findings and management implications
J. Quinn, Doorley Tl, Penny Paquette (1990)
Beyond products: services-based strategy.Harvard business review, 68 2
The value concept is a basic constituent of relationship marketing. The ability to provide superior value to customers is a prerequisite when trying to establish and maintain long‐term customer relationships. Stresses the fact that the underlying construct of customer satisfaction is more than a perception of the quality received. What must be taken into account as well is the customer’s need of quality improvements and his willingness to pay for it. From a relationship perspective these aspects are fundamental, since they are both related to the costs of the parties involved. Suggests that a reduction in customer‐perceived costs may be a most recommendable method of providing value to the customer, since, done properly, it can improve the internal cost efficiency as well. It is then possible to establish and maintain mutually profitable customer relationships, which is of prime concern in relationship marketing.
European Journal of Marketing – Emerald Publishing
Published: Feb 1, 1996
Keywords: Customer satisfaction; Quality; Relationship marketing; Value
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.